Contact Center Quality Analyst

NexRep LLC; Annapolis (MD); Remote; USD 25,000 - 39,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS contacts from independent contractors, identify trends, and collaborate with certification and operations teams to ensure client standards are met.

The role requires strong Excel skills and the ability to provide constructive feedback, with a focus on attention to detail and independent work. Daytime, evening, and overnight shifts may apply in a remote setting across multiple states.

Qualifications

• Proficiency in Microsoft Office 365, including strong Excel skills.
• Ability to collaborate effectively with other team members.
• Ability to provide constructive feedback to agents.
• Attention to detail.
• Strong decision-making skills.
• Ability to work independently.

Responsibilities

• Assess that quality of the agents' interaction with customers meets client's standards.
• Monitor agents in real time or after the fact to ensure proper workflow is being used.
• Review contacts for customer satisfaction.
• Provide recommendations for client's quality scorecard based on client needs.
• Prepare for and participate in calibration sessions with NexRep's client to ensure alignment in scoring.
• Provide feedback to NexRep certification and operations team based on quality results.
• Review customer satisfaction data to identify trends for NexRep's clients.
• Provide detail scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Skills

Excel

Microsoft Office 365

Collaboration

Feedback

Attention to detail

Decision-making

Independent work

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS contacts from independent contractors, identify trends, and collaborate with certification and operations teams to ensure client standards are met.

The role requires strong Excel skills and the ability to provide constructive feedback, with a focus on attention to detail and independent work. Daytime, evening, and overnight shifts may apply in a remote setting across multiple states.